It's very common to reassign texting conversations/threads from one user to another. Perhaps one user sent the initial message, but a different user will be handling replies; perhaps a certain volunteer needs to leave a text bank early, so their conversations need to be taken over by someone else. No matter why you need to reassign conversations, Impactive can help!

Reassignment refers to taking a contact and their open (Needs Attention) texting conversation/thread that is currently assigned to one user (i.e. that user is in charge of answering any replies) and reassigning it to a different user. In practice, this means that the conversation will move from the inbox of one user into the inbox of another user; those users will be able to access whichever conversations are assigned to them via the volunteer interface of Impactive for either web or mobile app.

There are four ways to reassign texting conversations across Impactive. One of these ways can be performed by volunteers (from their inbox for web or mobile), and the other three can be performed by administrators within the admin dashboard.

Volunteers can perform their own reassignments within their inbox, either on web or mobile app. This method is beneficial if a volunteer wants to reassign a single thread to an admin (perhaps because the contact has a question that they don't know the answer to, the contact is being hostile, etc.), or if a volunteer wants to reassign all of their threads to an admin (because they are no longer available to manage replies, etc.).

If using the web inbox for either Peer-to-Peer or Broadcast Texting, volunteers can navigate to the top of a certain conversation and click Reassign Conversation or Reassign All Conversations; obviously, the former option will reassign only that single conversation in view, and the latter will reassign all of the volunteer's assignments.

If using the mobile app inbox, volunteers can click the three dots at the top-right corner of the conversation to receive the same options (Reassign Conversation or Reassign All Conversations).

Probably the most common way for administrators to perform reassignments is to use the results page of a particular Peer-to-Peer Texting or Broadcast Texting action. This method is great for performing a sweep to gather all messages back to an admin at the end of a text bank.

Navigate to the results page of a Peer-to-Peer Texting or Broadcast Texting action, and scroll to the second half of the page to find the Users table. That table will list all users who participated in the action, including any Needs Attention threads that they have open (listed in red).

To reassign Needs Attention threads for a particular user, scroll to the right of the row for that user within the Users table, then click the person icon. You'll have the option to reassign that user's Needs Attention threads to either an individual user (admin or volunteer - any type of user), or divide the Needs Attention threads evenly among a list of multiple users.

You can also reassign the Needs Attention threads of all of the users who participated in that action; simply select the checkbox at the top-left of the user table to select all of the users. From there, you can click Manage > Assign Contacts to reassign those users' Needs Attention threads to an individual user or user list.

(You can also multi-select only certain users via the same method; check the left-hand checkboxes of the desired users, then Manage > Assign Contacts.)

Sometimes, you want to reassign Needs Attention threads for a user or multiple users across multiple texting actions. For example, a volunteer may be departing your organization, and you want to gather all of their Needs Attention threads across all actions. Reassigning from users is perfect for this.

You can either reassign from one user, multiple users, or all users. For all methods, you'll start at the Users > All Users page.

To reassign from one user, find that user within the All Users table, scroll to the far-right of their row in the table, click the three dots, then Assign Contacts. You can reassign their Needs Attention threads to an individual user, or divide them evenly among a user list.

You can also multi-select certain users to reassign; simply click the checkboxes at the left of desired users, then click Manage at the top-right of the table > Assign Contacts to reassign to an individual user or user list.

And finally, you can also select all users and reassign all Needs Attention threads from all of them; click the checkbox at the top-left of the entire Users table, then Manage > Assign Contacts.

Sometimes, you want to reassign Needs Attention threads across a particular contact list. While this method is relatively less common, it is helpful if you're seeking to reassign threads regardless of user and regardless of texting action.

You can follow the same steps listed above in "Reassign from Users" to reassign Needs Attention threads from one contact, multiple contacts, or all contacts - start at the Contacts > All Contacts table.

You can also perform the same functions within a certain contact list by navigating to Contacts > Lists > the desired list. Within the list itself, you can also select one contact, multiple contacts, or all contacts within that list, then Manage > Assign Contacts to reassign.